Field Service Analyst-TS/SCI

SHINE Systems; Anchorage (AK); Hybrid; USD 90,000 - 120,000; Full time

Job summary

SHINE Systems in Anchorage, Alaska seeks an experienced Field Service Analyst to train users on Gotham, troubleshoot issues, and develop new use cases in collaboration with analysts across a global enterprise.

You will provide direct feedback for feature enhancements, promote cross-border teamwork, and support customers worldwide while maintaining DoD/Intelligence mission awareness.

Qualifications

• Must have hands-on Gotham experience and be able to train users.
• Classroom or deskside training experience required.
• Strong troubleshooting skills.
• Solid understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED.
• Experience with Gaia and Foundry is a plus.

Responsibilities

• Train users on Gotham and guide practical usage.
• Troubleshoot and resolve technical issues on software deployments.
• Develop new use cases with analysts to meet mission needs.
• Collaborate with analysts to identify feature enhancements feedback.
• Promote cross-global collaboration to ensure customer success.

Skills

Training

Troubleshooting

DoD Missions

TS/SCI clearance

Global collaboration

Tools

Gotham

Gaia

Foundry

Job description

Summary

SHINE Systems is seeking experienced operations and intelligence professionals skilled in using and training others on software (e.g. Gotham, Gaia, Foundry, etc.) to join our team. As a Field Service Analyst, you will be on the front lines strengthening user relationships. Your responsibilities will include troubleshooting technical issues, developing new use cases, and working alongside analysts to solve unique and complex problems. This role may involve collaborating closely with users worldwide and providing direct feedback regarding software feature enhancements. Additionally, you will play a vital role in promoting collaboration across a global enterprise, ensuring continued success for our customers.

Job Requirements

• Hands-on experience with the software product, Gotham. You will be responsible for training and guiding users in its application and functionality.
• Training experience (Classroom or Deskside)
• Proficiency in troubleshooting technical issues
• Strong understanding of DoD, Intelligence, or Law Enforcement missions
• TS/SCI clearance is REQUIRED
• Prior experience Gaia (essential knowledge required) and Foundry (debugging capabilities preferred).

Desired Qualifications

• Real world experience supporting intelligence or operations
• Familiarity with Gaia or Foundry
• Experience training other intelligence or operations software
• Excellent communication skills
• Travel independently, both CONUS and OCONUS, as required
• Technical knowledge, including working familiarity with languages such as Python, Java or HTML.

SHINE Systems is an Equal Employment/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.